Using insights from (public) services management to improve student engagement in higher education

KIM CASSIDY, malcolm sullivan, Zoe Radnor

Research output: Contribution to journalArticle

Abstract

This paper argues that current approaches used to assess and monitor
student engagement in UK higher education are failing to fulfil their
potential by superficially helping institutions to appear professional and
innovative yet failing to accurately measure and improve engagement.
Drawing on service management literature including (Public) Service
Dominant theory, this paper argues that current strategies are failing to
deliver for three main reasons. They do not capture the full value
students derive from their engagement experience, they underplay the
impact of peers within the ecosystem and they do not effectively
engage employees. The paper concludes by exploring the implications
of these omissions for further research and practice.
Original languageEnglish
JournalStudies in Higher Education
Early online date13 Sep 2019
DOIs
Publication statusE-pub ahead of print - 13 Sep 2019

Keywords

  • Student engagement
  • behavioural analytics
  • public services management
  • service dominant logic
  • student ecosystem

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